Senior Manager of Customer Experience, FIGS
$121.5-131.5k
+ Equity & bonus
Office located in Santa Monica, CA
Medical uniforms & clothing
Be an early applicant
Medical uniforms & clothing
201-500 employees
Be an early applicant
$121.5-131.5k
+ Equity & bonus
Office located in Santa Monica, CA
201-500 employees
Company mission
To celebrate, empower and serve those who serve others.
Role
Who you are
- Proven experience in global remote teams, customer experience/service or related fields, in a leadership role (6-8+ years)
- Deep understanding of SLAs, CSAT, NPS, and advanced analytics reporting
- Strategic vision with the ability to oversee multiple initiatives and drive cross-functional collaboration
- Extensive experience with CRM platforms, including setup, customization, and analytics
- Familiarity with CX experience platforms (e.g., Delighted, Qualtrics, Medallia, AI solutions), reporting tools (Looker, Tableau, Excel), and automation technologies
- Skilled in data-driven decision making, workflow design, and process automation
- Excellent communication, problem-solving, and change management capabilities
- Proven leadership in organizational change, team development, and strategic planning
- Preferred Skills:
- Certifications in process improvement, project management (e.g., PMP, Lean, Six Sigma)
- Experience with reputation management tools (TrustPilot, BBB, etc.), and knowledge of customer protection practices and fraud mitigation strategies
What the job involves
- The Senior Manager of Customer Experience is responsible for driving operational excellence across FIGS’ internal and external Customer Experience operations, ensuring we consistently deliver best-in-class service while meeting performance, quality, and SLA expectations
- This leader owns the day-to-day health and performance of CX operations, with a strong focus on SLA delivery, workforce and operational readiness, BPO performance and accountability, and continuous improvement. They will partner closely with internal teams and external vendors to identify performance gaps, establish clear operating standards, and ensure the right processes, resources, and escalation paths are in place to deliver excellence for our HCPs at scale
- The role also oversees key specialized areas of the CX organization, including fraud and risk operations, Customization, and Surprise & Delight, ensuring each program operates effectively while protecting the business and creating thoughtful, differentiated experiences for our HCPs
- As a senior operational leader, this individual will use performance data, customer insights, and frontline feedback to identify opportunities, solve systemic issues, and translate CX strategy into consistent execution. They will partner cross-functionally across the organization to improve the end-to-end customer journey, strengthen operational efficiency, mitigate risk, and create experiences that build trust, loyalty, and advocacy for FIGS
- Establishes a culture of individual and team accountability by setting clear expectations, tracking and reporting progress, and driving results through data-driven decision making
- Develop and execute innovative strategies to meet and exceed all internal operational metrics, including SLAs, CSAT, NPS, and other KPIs, aligning with broader organizational goals and in partnership with key CX leaders
- Support the oversight and implementation of robust fraud prevention, customer protection, and compliance strategies, ensuring trust and security in all customer interactions
- Support the design, management and implementation of comprehensive, real-time reporting systems, providing actionable insights and strategic recommendations to leadership
- Utilize data analytics to translate insights into strategic recommendations for CX, product, and executive leadership
- Design framework for quarterly Townhalls and annual recaps
- Drive continuous improvement by identifying process gaps, streamlining workflows, and implementing best practices that elevate customer satisfaction
- Support and provide leadership for all process improvement initiatives, and the management of projects from ideation to execution to heighten customer satisfaction and operational efficiency
- Serve as our CRM platform expert. Evaluating, optimizing, and ensuring successful implementation, adoption and execution of tools like Zendesk/Gladly/Gorgias
- Oversee the management and SLAs of fraud-related tickets including escalations, abuse reports, and high-risk interactions
- Oversee initiatives to develop proactive alerting systems for suspected fraud and best-in-class fraud team practices, reducing impact on legitimate users
- In partnership with internal cross-functional CX leadership, develop and implement fraud detection SOPs, reporting frameworks, workflows, and operational playbooks to minimize risk and ensure customer protection
- Manage the service response and SLAs for reputation management across 3rd party platforms such as Trustpilot, BBB, and other consumer sites to influence public perception and trust while maintaining exceptional public ratings
- Lead and evolve loyalty initiatives, including programs like FIGSLove (surprise & delight), to strengthen customer retention, advocacy and emotional brand connection
- Provide strategic leadership, establishing clear goals, accountability measures, and performance standards for the internal CX team
- Lead, develop, and mentor a diverse, remote, and global CX team, across multiple timezones fostering growth and high performance
- Adapt to a dynamic environment, handle urgent issues promptly, and support peak periods, nights and weekends as needed with flexible scheduling
Our take
FIGS is a medical apparel brand dedicated to providing durable, comfortable, and stylish products for healthcare professionals. Operating on a direct-to-consumer model, FIGS ensures a streamlined connection with its audience.
FIGS' unique selling proposition lies in its Technical Comfort™, featured across a range of antimicrobial, elastic scrubs and uniforms designed with functional pockets. Inspired by the founders personal connection to the challenges faced by healthcare workers, the brand was created to address the discomfort of traditional uniforms and the long, demanding hours common in the profession.
More recently, FIGS has begun executing a strategic shift focused on long-term brand equity rather than short-term promotional growth. In 2024, the company signaled a move away from heavy discounting, instead increasing investment in brand building, international expansion, and new growth channels such as retail and institutional sales through its TEAMS program. While overall revenue growth has remained modest, international sales have grown rapidly, highlighting Asia as a key opportunity for future expansion. And in an increasingly competitive and promotion-driven market, FIGS' emphasis on premium positioning, disciplined pricing, and global brand development reflects a calculated bet on sustainable growth rather than volume-led gains.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jan 2018
$65m
SERIES B
May 2016
$5m
SERIES A
Total funding: $72m
Company benefits
- Health and Wellbeing: Comprehensive benefits and perks package focused on your well-being including: previum medical, dental, and vision coverage, FIGS-sponsored bi-weekly UberEats meal credits, free access to Breethe, a fitness stipend with ClassPass, and a free Peleton room on-site.
- Finance: Amazing 401(k) progream, with a company match up to the first 6% of your contribution. 100% FIGS-sponsored life insurance, disability insurance, access to an Employee Stock Purchase Plan and financial wellness learning opportunities.
- Family: We care for our extended FIGS family by offering generous parental leave, new-parent care meals, and a transition back to work program following leave.
- Time Away: Generous time off - flexible vacation for salaried team members and up to 3 weeks of vacation for hourly team members. We also offer access to leave programs to care for yourself and your family.
- Staying Connected: Weekly company-wide meetings, exclusive Coffee Connection meetings with the FIGS Co-CEOs, and monthly Fruitful Talks with thought-leaders and industry experts. WE support our team members through affinity groups and a thoughtfully designed Buddy Program, fostering friendship and belonging.
- Culture Committee: The Culture Committee creates incredible monthly Culture Programs spotlighting a specific area of wellness, while also finding ways to give back to the local community through volunteerism.
- Furry Friends: We partner with The Wags Club in West LA to provide weekday doggy day care at a partially subsidized cost. We also partner with MetLife to get discounts on pet insurance.
- Employee Discounts & Rewards: Team members receive 50% off, a $75 gift code on birthdays, and a special anniversary gift each year.
Company HQ
Santa Monica, CA
Leadership
Heather Hasson
(Co-Founder & Executive Chairman)Heather studied at the University of Wisconsin-Madison before co-founding FIGS in 2010. She then spent a year at Saïd Business School, and has been a RxArt Board Member since 2019.
Trina Spear
(Co-Founder & CEO)Trina began her career with 4 years at Citi, before working as an Associate at The Blackstone Group for a year. She then co-founded FIGS with Heather in 2010, and has been serving as CEO since.
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